A diploma or degree from a recognized institution is required.
At least one year of experience in debt collection or in a supervisory or leadership role is required.
Proficiency in customer relationship management (CRM) and debt collection systems is required.
Strong leadership and team management abilities are required.
The ability to negotiate and communicate effectively is required.
The ability to analyze information, solve problems, handle pressure, and meet deadlines is required.
High integrity, professionalism, strong decision-making ability, and a proactive, results-oriented approach are required.
Responsibilities
Supervise and coordinate the debt collection team's daily activities to support smooth operations and target achievement.
Allocate portfolios and tasks to team members to optimize recovery efforts.
Monitor and review individual and team performance, provide feedback, and set action plans as needed.
Coach, mentor, and guide team members on collection techniques and communication skills.
Identify training needs and work with the training department to organize relevant sessions.
Conduct performance reviews and assist in setting individual and team goals.
Drive the team to achieve or exceed monthly recovery targets.
Develop and implement strategies to improve collection rates and reduce non-performing accounts.
Monitor team productivity and proactively address performance gaps.
Ensure the team follows debt collection policies, regulatory requirements, and quality standards.
Audit call recordings, correspondence, and other collection activities for compliance.
Address compliance breaches and escalate them when necessary.
Generate and present daily, weekly, and monthly performance reports to management.
Communicate policy, target, and expectation updates to the team.
Act as a liaison between the team and senior management, relaying concerns and feedback.
Identify risks in the collection process and recommend mitigation solutions.
Handle escalated client cases and resolve issues.
Conduct team briefings and debriefings to discuss progress, challenges, and successes.
Develop strategies to improve customer relationships while ensuring repayment.
Stay updated on industry trends, debt recovery regulations, and best practices.
Job Description
Key Responsibilities
Team Management
• Supervise and coordinate daily activities of the debt collection team to ensure smooth
operations and target achievement.
• Allocate portfolios and tasks to team members to optimize recovery efforts.
• Monitor and review individual and team performance regularly, providing feedback and
setting action plans as needed. Coaching and Development
• Provide on-the-job coaching, mentoring, and guidance to team members to improve their
collection techniques and communication skills.
• Identify training needs and work with the training department to organize relevant
sessions.
• Conduct performance reviews and assist in setting individual and team goals. Performance and Target Achievement
• Drive the team to achieve or exceed monthly recovery targets.
• Develop and implement strategies to improve collection rates and reduce non-performing
accounts (NPA).
• Monitor team productivity and address any performance gaps proactively. Compliance and Quality Assurance
• Ensure the team adheres to debt collection policies, regulatory requirements, and quality
standards.
• Perform regular audits of call recordings, correspondence, and other collection activities
to ensure compliance.
• Address any compliance breaches and escalate where necessary. Reporting and Communication
• Generate and present daily, weekly, and monthly performance reports to management.
• Communicate updates on policies, targets, and expectations to the team.
• Serve as a liaison between the team and senior management, relaying concerns and
feedback. Risk and Issue Resolution
• Identify potential risks in the collection process and recommend solutions to mitigate
them.
• Handle escalated client cases professionally and resolve issues efficiently
Qualifications
Qualifications and Skills
• Educational Background: Diploma or Degree from a recognized institution
• Experience:
o Minimum of 1-year experience in debt collection or either in a supervisory or leadership role • Skills:
- Strong leadership and team management abilities.
-Excellent negotiation and communication skills.
- Proficiency in CRM and debt collection systems.
-Analytical and problem-solving mindset.
- Ability to handle pressure and meet deadlines. • Personal Attributes:
- High integrity and professionalism.
- Strong decision-making ability.
- Proactive and results-oriented.
Additional Information
Additional Responsibilities
• Conduct team briefings and debriefings to discuss progress, challenges, and successes.
• Develop strategies to improve customer relationships while ensuring repayment.
• Stay updated on industry trends, debt recovery regulations, and best practices.